“While we knew traditional vendors well, IPscape’s functionality, speed and approach were clearly head-and-shoulders above the rest of the market.”
David Yuile COO AAPT
AAPT selects IPscape true cloud technology to power contact centres Latest step in cloud strategy ‘delivers agility and business value’
IPscape ‘s cloud-based contact centre technology is now live at AAPT’s wholesale and business contact centres. AAPT successfully migrated to Google Gmail in late 2009, with benefits such as cost savings and flexibility from the move to the cloud. IPscape is the second AAPT enterprise level service replacing on-premise systems with cloud technology.
AAPT COO David Yuile said AAPT was continuing its journey of driving value for the organisation with cloud-based technology. “The days of complex, expensive legacy IT systems are numbered. Innovative, secure cloud solutions from companies like Google and IPscape allow us to be more agile and responsive at lower cost,” he said.
“IPscape’s solution surpassed other vendors in terms of agility and value. In operational terms, IPscape’s all-in-one commercial model provides budget confidence with access to advanced features. “There’s no additional cost for features such as real-time reporting, new communication channels, changing customer campaigns on the fly, or integration to Salesforce CRM.
“IPscape are a proven and trusted partner of BMS Telecorp. We have started to work together on business development with IPscape which is a sign of our valued relationship.”
Andrew Brydon
Managing Director
IPscape True Cloud technology enables BMS to drive aggressive growth
BMS Telecorp are one of Australia’s leading contact centre outsourcers based in Richmond, Victoria. BMS have developed a state of the art contact centre facility with a strong focus on quality agents and multi-channel campaign execution e.g. outbound, inbound, web chat, SMS, MMS, database services, data analytics, mobile marketing, email marketing etc.
BMS have ambitious growth plans for the Australian market. These plans required a technology platform which could scale with their business but at the same time provide feature rich functionality. After a competitive market tender, IPscape was selected as the right technology partner as BMS could use and pay for the rich feature set of IPscape on a Pay-As-You-Go” basis – scaling when they won new business. The ability to work with a ‘like-minded, innovative’ Australian company with all support and R&D in country were two additional differentiators.
BMS went live with IPscape initially with 80 seats. This has now grown to enable 500 seats for a range for a range of blue chip companies and government departments in a diverse range of industry verticals.
“IPscape’s True Cloud technology has supported HiLife’s rapid growth with maximum agility and control. We have increased sales by over $100K per week and when we moved offices the total technology cost was minimal!”
Mikael Dahlgren
COO
True Cloud supports 298% growth for Australia’s 5th fastest growing company
HiLife Health and Beauty have recently been listed by the BRW as the 5th fastest growing company in Australia. This award recognises that HiLife is now the leading mineral makeup brand in Australia with products stocked in all the major retailers in pharmacy (Priceline, Terry White etc.) and department store (David Jones, Myer, & Target).
A large majority of HiLife’s business is generated through direct response advertising which is managed through the contact centre. Minimal initial investment, a need to manage large fluctuations in call volumes and multi-channel customer communication made IPscape’s True Cloud technology a good choice for Hi Life’s contact centre technology platform.
IPscape’s true cloud technology also enables faster more reliable decision making. Real Time performance reporting means changes can be made immediately to any element of the HiLife system e.g. additional agents, new numbers for different promotions.
IPscape’s solution has supported Hi Life in improving customer satisfaction and supporting a rapidly growing business with a fully scalable solution. HiLife also benefit from guaranteed off site backup storage and disaster recovery procedures with full redundancy.
True cloud has also delivered strong cost reduction in IT spend. As Hi Life grew they needed to relocate offices – the costs associated with moving the technology platform for the call centre were next to nothing.
All thanks to True Cloud.
“True Cloud technology enables businesses like Localist to enter markets fast with zero risk and zero capex. We can scale our technology in line with business growth and smartphone reporting means we get 100% visibility of performance.”
Ken Holley
Head of Technology
True cloud supports rapid market entry and business led technology growth
Based in Auckland, Localist are New Zealand Post’s new digital media business. Localist has leveraged the NZ Post legacy inside communities, and knowledge of small to medium businesses, to provide a new local information service.
Localist is a series of local guides, a local web portal and mobile application. The product lets businesses advertise and promote their services to local markets, using a combination of online directory and social media tools.
With the need for rapid market entry, Localist decided to eliminate all traditional infrastructure from their business and adopt a 100% per cent true cloud-based technology platform. This platform includes using IPscape to power all the Localist contact centres, and to integrate seamlessly into their Salesforce.com database. It ensures Localist has a real time single view of the customer. Additional Salesforce integration features include the ability for calls to be routed automatically to the agent who had the last interaction with that customer.
Mobile Real Time Reporting via Android and iPhone devices also enables Localist to maintain 100% visibility and control over the performance of their contact centre.
“You donʼt want to over-capitalise on systems for a peak period that can happen when you launch something that is new and exciting, and conversely you donʼt want to lose the momentum that is generated in that time by not being able to handle the calls.”
Julian Lamb
Head of Technology
Ipscape cloud answers the call for tony ferguson weight loss
By turning to IPscape's cloud based call centre solution for its customer contact centre, Sydney company Tony Ferguson Weightloss has successfully managed its launch into the UK and gained new flexibility in how it handles customers.
Head of technology Julian Lamb and call centre manager Daniel Silvestro began searching for a new contact centre solution late in 2009 to support the launch of the brand into pharmacies throughout the UK.
Lamb says the customer contact centre is a vital element in the Tony Ferguson philosophy to provide 24 by 7 telephone support and encouragement to customers anywhere in the world.
“We had a traditional hardware PABX call centre onsite, but it was licensed for just 24 concurrent users, and the cost to upgrade it was substantial and would require more hardware and infrastructure,” Lamb says. “The call centre itself only had seats for 20 staff.
Our thinking was that we would require a lot more agents than that to be able to service the requirements out of the UK, and hence the hardware solution wasnʼt going to cut it.” So Lamb and Silvestro turned to the cloud for a solution, selecting a contact centre management system from Sydney-based IPscape. Rather than being installed on premise, the IPscape application is hosted on the web and delivered to users via their web browser.
“Because it is web-based, if a desk has a PC and a telephone, then it is able to be used as a call centre desk,” Lamb says. “If we need more staff we just deploy them to other desks in the building.
As predicted, call volumes leapt dramatically after the UK launch, increasing by up to 50%. Lamb says the flexibility of the IPscape system has enabled Tony Ferguson Weight loss to run up to 40 call centre agents simultaneously within its offices, in addition to a 20 agent overflow contact centre in Queensland.
The fact that Lamb was able to install the system quickly and ramp up capacity at will has given him a margin of comfort in knowing the contact centre can handle the growth of the business. He says he was also impressed by the softwareʼs reporting capabilities, which provide real-time information on call centre performance, and the fact that it integrates easily with Salesforce.comʼs customer and sales management system which the company uses.
“We can scale up and down in hours. Our agents and team leaders find it easy to use and the flexibility on reports is outstanding. We found IPscape’s flexibility couldn’t be matched by others and we quadrupled our customer base in 12 months.”
Mark Jones
Contact Centre Manager
Teleconnexions drives greater agility and business control through True Cloud solution
Teleconnexions is a privately owned, 100 seat contact centre outsourcing company. They have built a specialist capability in managing direct response television campaigns for some of the leading direct response television companies.
The nature of direct response television makes it one of the hardest and toughest types of businesses to make profitable because:
- When the ad goes to air you can get hundreds of callers in seconds wanting to buy right now so rostering the right number of agents to handle the call volume is paramount.
- The loss of any call is equivalent to a lost sale so abandon rates are not acceptable.
‘It sounds a bit like an impossible task but with clever technology and our experience we successfully deliver great results for our clients every day,’ said Mark Jones, Operations Director at Teleconnexions.
According to Jones, success relies on doing the basics well; citing clear processes, great team leaders, effective training, smart utilisation of agents and campaigns, and IPscape’s hosted call centre technology as the Teleconnexions ‘success’ basics. Each week a clear outline of the planned advertising campaigns and broadcast date and time are provided.
Using the outline as guidance, Jones and the Teleconnexions team leaders roster agents according to utilisation targets with the objective that all calls can be answered live.
‘We know the approximate expected call volumes for each campaign, date and time combination because of extensive testing with the direct response television company which is crucial to utilisation planning,’ said Jones.
Presets in the IPscape system determine agent actions based on call volume. Once high call levels are reached the team leader switches from sales mode to ‘name and number’ mode. Agents are trained to react immediately and request the callers name and phone number if not already presented by the computer telephony integration (CTI) system. Each name and number is recorded in the IPscape system and flagged as responses to the current advertisement. Once name and number is captured, the next call is presented until the call volume subsides as the advertisement ends. With the falling call volume the team leader instigates outbound call mode, starting the automated dialler on the recorded numbers so the agents can close the sale.
